Barclays
Senior Customer Service Advisor
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Senior Customer Service Advisor
Senior Customer Service Advisor – Retail Banking
(Barclays)
Join us at Barclays as a Senior Customer Service Advisor and bring your passion for helping people to a role where empathy, dedication, and exceptional customer service can truly shine. Ideal for professionals in customer service, retail, hospitality, or any field where you’ve supported customers with complex queries or needs. You’ll be the friendly face for our Retail Banking customers—in branch or at one of our local hubs—offering expertise, guidance, and personalised resolutions for every interaction.
About the Role
As part of our Customer Care team, you’ll work 5 days per week (some weekends), starting at a competitive salary of £27,700. Alongside this, you’ll receive our comprehensive benefits package, including:
- Pension plan
- Private medical insurance
- Life insurance
- Income protection
With full training and the support of our collaborative team, you’ll have everything you need to succeed and grow with Barclays.
At Barclays, we’re not just offering you a role—we’re offering you a career.
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Purpose of the Role
To provide exceptional customer service while resolving complex customer needs/requests, ensuring personalised and efficient solutions.
Key Accountabilities
Customer Service Delivery
- Deliver ustomer service via multiple channels: phone, email, chat.
- Handle and resolve complex, specific customer needs with personalised resolutions.
- Offer specialist advice on banking products, account balances, transactions, and payments.
Process Improvement & Leadership
- Collaborate with cross-functional teams to align and improve customer care processes.
- Identify areas for process enhancement and provide coaching and feedback to colleagues.
- Develop and implement customer care procedures to mitigate risks and ensure efficient operations.
Reporting & Stakeholder Communication
- Create and present customer care performance reports to senior internal stakeholders.
- Stay updated on industry trends and implement best practices to enhance service quality.
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Analyst Expectations
You’ll meet stakeholder and customer needs by demonstrating:
- Specialist advice and support for complex inquiries.
- Timely and high-standard execution of prescribed activities.
- Ownership of team processes (potential leadership or supervision of others).
- Leadership behaviours (if applicable):
- Listen and be authentic
- Energise and inspire
- Align across the enterprise
- Develop others
For individual contributors:
- Self-management of workload and processes.
- Participation in team-wide or broader projects.
- Risk management and adherence to rules, regulations, and codes of conduct.
- Building cross-team understanding to drive broader operational impact.
Barclays Values & Mindset
All colleagues are expected to embody our core values:
- Respect | Integrity | Service | Excellence | Stewardship (our moral compass)
And adopt our Barclays Mindset: Empower, Challenge, and Drive—our foundation for consistently excellent performance.
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